Meet Canada's leading human resource and management experts! IPM, in conjunction with the Association of Professional Recruiters of Canada, the Canadian Management Professionals Association and the Canadian Association of Assessment Specialists, holds regular chapter events, workshops and conferences featuring recognized national industry expert speakers.

This segment will outline Bill 132 and how it will impact your existing policies. Review the new definitions of “workplace harassment” and “workplace sexual harassment” as well as the additional obligations placed on employers concerning their workplace harassment policies, programs and investigations.

*The Duty to Accommodate – What is a Disability?

Employers are prohibited from discriminating against their employees on the basis of a disability. They are also required to accommodate an employee’s disability to the point of undue hardship. These legal principles are basic but how are they applied in practice? Often, so called “hidden disabilities” such as mental illness requires special consideration and a different approach. Discover how to handle employees with mental illnesses and discuss new cases involving medicinal marijuana, breastfeeding, miscarriages and an update on the complex issue of drug and alcohol testing.

*Managing Return to Work: Accommodating the Returning Employee

Review the obligations on an employer when an employee that was suffering from a known disability is preparing to return for work. Learn about the employer’s obligations and obtain an overview of the medical information an employer can and cannot request as well as strategies for employers to accommodate employees following a return to work.

*Legal Update on the Top 5 Cases

Examine the top 5 cases from the last year involving mental health and other medical issues in the workplace.

Literature on ‘wellness in the workplace’ has been around for over three decades. It is known as workplace health promotion, proactive disease management, lifestyle improvement, self-help care and condition management strategies. Encouraging your employees to stay healthy keeps your organization healthy. This can translate to reduced absenteeism due to illness and increased productivity due to better health.

In this session, we will review the contributing factors that have an impact on the wellness of your workplace. Discover new strategies in dealing with employees’ wellness. Examine the cost to the average employer to not have wellness strategies in place. Discuss the impact you have as managers and supervisors and look at the necessary skills required to address and intervene with initial wellness strategies.

Gain valuable insights on the indicators of wellness related to workplace issues and the responsibility of managers as well as various strategies to be used when dealing with health and wellness issues in your work environment. Identifying and promoting workplace wellness is one of the best investments you can make as a successful organization.

According to Gallup, employee engagement isn’t getting any better despite a recent uptick in attention and effort. From Nov 2011 to Nov 2015 the % of engaged employees has risen a mere 1.8%. You see, employee engagement only measures the symptom, it isn’t as helpful when it comes to solutions. Measuring culture and cultural entropy directly is a much better strategy to inspiring human performance.

In this session you will hear real life stories about how an organization’s culture can either propel it forward or create barriers that hold it back. Learn how the Values Centre methodology and tools can change the conversation and where your organization fits on the 7 Levels of Organizational Consciousness. Discover a unique 6-step process that demystifies the course of action leaders need to take to shift from a default culture to one designed for success.

When it comes to culture, do you need to be a Google or a Zappo’s? No. Could you be substantially and dramatically better than where you are today? Absolutely!

From Ghomeshi to Parliament Hill, workplace violence and sexual harassment have been dominating the headlines in Canada and around the world. Many employers are struggling to keep pace with their ever evolving legal obligations and responsibilities. Even the definition of today’s workplace is now blurred with harassment occurring offsite at social functions and online through social media.

In response, the Ontario Government has released an Action Plan that will impact employers and the way in which they deal with these complex issues. Planned amendments to legislation will create new duties and potentially new liabilities for employers that every manager, senior executive and in-house counsel should be aware of.

Learn about the rapidly changing legal landscape of workplace violence and harassment. Obtain practical tips and strategies to take back to your workplace to protect both your employees and your organization.

Most recent statistics show that there were over 300,500 reported incidents of violence including assaults with a weapon, sexual assaults and rape in workplaces across Canada in a single year.

In 38% of the reported incidents of violence in the workplace, the accused was either someone else known by the victim or had an ‘other’ type of relationship with the victim. The accused may, for example, have been a patient, a client, a customer or a former co-worker.

Can your employees recognize the signs of potential violence? Can you? How well do you really know the person working next to you? What does it matter to you if your colleague is having relationships problems at home?

This interactive session will answer these questions and describe the process of Violence Risk Assessment, a structured approach to identifying, understanding and managing workplace violence. The session will address organizational planning as well as issues that may arise at the employee/individual level – how to recognize and interpret the signs of potential violence such as personal history, psychological factors, social factors and destabilizers.

This session will explain how violence risk assessments and implementing effective scenario management strategies at an organizational level can be a best practice to protect your employees and prevent future violence in your organization.

Achieving a healthy, respectful, vibrant workplace where managers attract and retain top talent is a constant challenge. Despite the latest technological advances, organizational behaviour strategies or flavor of the month techniques, many workplaces are still plagued by absenteeism, lack of motivation, below par productivity and hypermobility.

Review ‘real’ case study statistics from a large multi-year organizational survey and discover the stories they tell about the engagement of the people within. Examine some examples of data or ‘tea leaves’ in a federal environment and explore how careful blending and brewing can assist you in the art or science of reading these tea leaves!

Discover how simple but fundamental questions can better position you to identify, read and react to the story of your tea leaves that will help you address the issues that can detract from your organization’s productivity and success.

In this high energy presentation, human dynamics innovators George Raine and Maxime Labbé will show you their proven Turnaround Interview® technique for coaching employees to break bad workplace habits without using or threatening discipline. This technique corrects minor but persistent problems like lateness, excessive breaks, missing deadlines, negative comments, improper use of work time and similar behaviours.

Already proven in manufacturing, high-tech, government, health care and educational settings, this progressive approach to dealing with sticky problems is producing dramatic results in about 90% of cases.

Learn how and why people naturally defend bad workplace habits and why they resist change. Discover how to use that knowledge to overcome the resistance and how to make the change stick. It may not be that easy at first. Review the proven techniques for controlling the flow of the conversation and for phrasing your questions to get the best chance of success. Rooted in a sound understanding of human nature, this new, high-impact approach to employee coaching will get you to rethink your instinctive approaches to these tough conversations with employees.

There are many different reasons for an organization to conduct an investigation in the workplace such as health and safety matters, disciplinary issues, harassment and other complaints. Unionized and non-unionized employers alike are conducting more investigations each year. Workplace investigations of all kinds are also being more closely scrutinized than ever before by courts and arbitrators.

Conducting a timely and effective investigation can be a real challenge. Management’s decisions, whether they result in discipline or not, can be successfully challenged and overturned if they are the product of a flawed investigation. Recent case law confirms that poorly conducted investigations can be costly to employers.

Anyone who conducts a workplace investigation must have the tools to ensure the investigation is conducted properly and efficiently.

Look at ways to improve the quality of the investigations which take place in your workplace. Review practical guidelines, best practices and recent case law examples which will help you better understand when and why investigations are necessary and how to avoid common mistakes.

Organizations today recognize the importance of women’s contributions in cultivating diverse leadership teams. Many are taking steps to encourage greater participation from women, acknowledging they are underrepresented within top jobs and the C-suite. But are these efforts effective? Statistically, they are not having the impact anticipated by current leaders in organizations championing these initiatives.

This session will explore the most prevalent types of programs corporations put in place to encourage women to pursue executive roles and why they are failing to meet their targets. Examine the differences in leadership styles between men and women as well as systemic concerns around perceptions and bias.

We'll look at what women can do to overcome these factors and what our organizations should do differently or better to support women on their way to top leadership positions.

The days of giving everyone the same annual cost of living raise within a relatively static salary range are over!

Skills are becoming more and more transferrable all the time. Employees want to build their portfolio of skills and make themselves more marketable. People expect to be recognized for what they contribute. This puts pressure on organizations that traditionally have been focused internally and/or on long service and loyalty. To survive and flourish, organizations today need to embrace a more flexible approach to compensation.

This session will discuss some of the challenges faced in the changing skills markets. Review some simple but important issues which will help organizations to grab hold of their compensation program and get more value out of it. Obtain insights on creating a strategy, choosing and using salary surveys, today’s market realities, creating salary ranges and making pay decisions. Discuss how/when bonuses may be appropriate and how competencies can be effectively introduced into an organization to support both individual and organizational success. Take away a roadmap to help you establish and maintain a performance based, competitive compensation program.

Look up an organisation’s website and chances are you’ll find that their values include personal accountability, integrity, openness and honesty. Walk through their workplace and chances are you’ll hear and see countless examples of blame, avoidance, deflection and fear. This culture destroying behaviour has a direct impact on the quality and quantity of whatever service or product is offered.

There are seven levels of accountability and to get to the top, we need to understand the beliefs required to be accountable and learn the core skills that help us to put it to action. In this interactive session, explore the levels of personal accountability and the core beliefs of full accountability. Participants will be able to understand and apply the core skills of personal accountability and obtain practical tips on how to do an organizational accountability health check.

Discover how systems and processes support or hinder accountability and how we leverage accountability moments. Learn how to cultivate an environment where people say what they think, feel and want as part of collaborative dialogues that value varied perspectives and styles in order to make better decisions, save time, leverage strengths and build trusting collaborative relationships internally and externally.

Workplace accommodation demands are on the rise. Having an effective systematic approach to managing these files is key to managing the risk associated with the duty to accommodate.

In this legal update, we will review the various types of accommodation, take an inside look at its purpose and examine the scope of the duty to accommodate and undue hardship. Discover the key steps of a systematic approach to accommodation and obtain a process for decision making and file management of situations to accommodate vs. when not to accommodate. Discuss risks to avoid and recent examples of complex accommodation cases dealing specifically with family status, mental health and religion.

This session will provide employers with the critical information required to keep up with their ever-changing obligations and navigate these sometimes choppy waters with confidence.

Most people actually use 60% or less of available work time. When over 38,000 people in 200 countries were queried about individual productivity, a Microsoft survey showed that even though they were physically at work five days a week, they were only productively using three days. Attlasian also reports that 60% or less of work time is actual productive time.

In this session, we will address the link between time management and productivity through the following discussion points:
• How are you allocating your time? How and why should you improve it?
• Attitudes are the key to time management and being productive. Discuss the main attributes of a “Championship Attitude”. Breaking away from the traditional thought processes creates unique ideas. This activity is fostered through a simple discipline tool.
• Process is important when applying different time management techniques. Discover unique ways to utilize your time that are targeted and efficient. By using new techniques, you will manage and produce at a different level.

Participants will acquire specific tools to assist them in managing their time in a new and meaningful way. A different look at motivation will improve personal and professional growth through basic measuring criteria. The implementation of a weekly scheduling tool will boost productivity levels not only in the workplace, but in all aspects of your life.

Are your well-intended engagement strategies putting your best employees at risk? Your most engaged employees may be loyal, but are they energized?

Today’s organizational leaders face a new challenge-how to move employees beyond engagement to a culture where their workforce can manage the needs of employees and the needs of the organization, release bottled-up innovative thinking and consistently create breakthrough business results. The key lies in energy. Leaders who can successfully shift from managing engagement to managing energy will make a monumental difference to their people and consequently, business results.

In this thought-provoking session, participants will gain valuable insights on the myths of employee engagement, obtain key strategies to take employees beyond engagement and discover new tools for turning your workforce into a higher performing organization. Consider the possibility of something beyond employee engagement!

Creating a culture that harnesses and fosters sustainable organizational energy is not easy-but it is possible. This will surely transform the way you look at engagement.

The issue of performance management has intensified in recent years as organizations invest in systems to maximize their human capital. Despite this attention, many people have been critical of these processes, as they are seen as possibly causing more harm (or certainly more work) than what they are worth. Nonetheless, research has suggested that when done well, effective performance management reaps tremendous benefits for an organization at an individual, team and organizational level. Rather than adding another anecdotal model or series of recommendations to the mix, we will look at what the research has taught us so far about ‘what works’ in performance management.

Participants will gain a deeper understanding of how to create a win-win environment such that the goals of employees and their organizations are aligned. Learn how to structure feedback and coaching to support effective performance management and how to structure appropriate goals that maximize organizational performance and support employee development. Discover new ways to develop the capabilities of management to engage in this process most effectively.

We will also examine recent trends and learn how to deal with the necessary struggles and subsequent rewards that are part of this journey.

The HR World Keeps Changing: Today’s Critical Issues in Employment Law

This session will provide an overview of critical HR developments that impact your business. Participants will work through developments in these key areas among others:

*Contract Update
A fast-paced, tightly focused review of developments that you need to know about in employment contracts. Obtain insights on critical new developments in case law and their impact on employment contracts.

*To report or not to report – Non-worker injuries under the Occupational Health and Safety Act
A recent Ontario Court of Appeal decision clarifies the circumstances in which employers are required to report a critical injury or fatality suffered by a non-worker under the Occupational Health and Safety Act. Learn how this important decision affects your obligation to report critical injuries.

*My system, my data! Employer access and the problem of personal use
Computer use continues to change dramatically as more of us do more browsing, transactions and messaging/posting online. Here we will address the legal consequences of increased "personal use" and explain what employers should be doing to ensure that privacy claims don’t get in the way of investigations and other important work.

Managers from all industry sectors will gain valuable insights on these legal updates and more. Bring your questions and concerns. You’ll obtain numerous strategies that you can take back and implement in your organization.

Employee recognition is much more than just a nice thing to do for people. Done properly, it can be an effective business process and communication tool that reinforces the most important outcomes people create for the organization. When you recognize people effectively, you reinforce the actions and behaviours you most want to see them repeat. A well thought out and effective employee recognition system is simple, immediate and can be powerfully reinforcing.

A well designed recognition program can be equally powerful for both the organization and the employee. By properly addressing key design issues, the recognition you offer will be viewed as motivating and rewarding by your employees and important for the success of your organization. We will examine several of these key design considerations that will help ensure your recognition program is an effective business tool and not seen as another ‘fluffy’ program from HR.

Session takeaways will include five important tips for implementing an effective recognition program, the ‘why’, ‘what’, and ‘how’ of recognition and developing a program ‘with’ or ‘without’ a recognition budget.

Resilience is more than simply bouncing back after change, challenge crisis and adversity. It’s a process of choosing a new course, setting the sails and being the captain in your life (and business).

Now more than ever, the skill and character of resilience is an essential quality for workplaces, teams and business success. Many professionals are experiencing more to do, in less time and with fewer resources and with more changes…. And the expectation of better results! The current economic situation has created challenges and change, and in some cases, uncertainty and even immobility.

Resilience is a critical skill for individuals and businesses to “Bounce Forward” during change. This interactive workshop provides tips, strategies and tools to:

• Explore the seven essentials to the resilient business and team
• Engage in several resilience building, stress management and lifestyle management activities
• Complete a Resilience Action Plan
• Learn how to handle procrastination, workplace fatigue, juggling priorities, managing time and energy
• Explore strategies to ignite resilience both at work and in your personal lives.

This session will challenge participants to reach beyond their current grasp and to excel beyond their expectations.

The capacity of employers to hire, integrate and effectively leverage the talents of the skilled immigrants already living in our communities is a key element for business success, particularly in the context of current demographic trends, the need for skills and the growing importance of emerging local and global markets. The continuing underutilization of immigrants’ skills, knowledge and networks is therefore a problem not only for newcomers, but for Canadian business as well.

*Ottawa has welcomed more than 60,000 new immigrants in the past 10 years.

*Immigrants make up 23% of Ottawa’s total labour force and 28% of the labour force with a university degree.

*95% of employers who have hired a skilled immigrant in the past say that hiring skilled immigrants has been beneficial to the company.

*Two-thirds of employers with more than 100 employees believe cross-cultural competencies are important to the future of their business.

In this session, participants will explore a conceptual model of employer engagement in cultural diversity and inclusion efforts, presented as a continuum spanning employer awareness, participation, collaboration, system change and championing. For each point along the continuum, we will present strategic approaches and concrete tools to enhance employers’ capacities to initiate actions within their organizations and more effectively hire and integrate newcomers.

One in five individuals will experience a mental illness directly. The workplace is particularly affected, as a recent Conference Board of Canada report found that 44% of the employees surveyed had personally experienced a mental health issue. Most organizations have seen a significant rise in stress claims and in fact mental health issues are the most common reason for disability claims across Canada.

At the same time, the law has rapidly evolved to attempt catch up to this reality so that the legal landscape for employers is ever changing. Gain valuable insights on how workplace stress can be mitigated and how employers can accommodate people living with the most common mental illnesses. Review the provisions that should be made in attendance management policies for employees with mental illnesses and at what point accommodating someone with a mental illness creates undue hardship for an employer or a union.

In this session, you will learn the important legal obligations that arise under human rights, health and safety and workers compensation legislation. You’ll obtain practical tips on how to manage these challenging issues within your organization.

Dan Palayew has a particular understanding and appreciation for the complexities of mental health issues, having had the privilege of acting as labour counsel for two branches of the Canadian Mental Health Association for over a decade.

Mental illnesses affect a significant number of working Canadians. Yet mental illness remains more stigmatized and less understood than physical illnesses and disabilities. Those of us who do not have a mental health problem ourselves will have a friend, colleague or family member who is dealing with a mental health issue.

Workplaces are heavily impacted by mental health issues according to the 2011 report, “Building Mentally Healthy Workplaces: Perspectives of Canadian Workers and Front-Line Managers”. 44% of the employees surveyed reported they were either currently (12%) or had previously (32%) personally experienced a mental health issue.

This session will increase awareness of the issues and help everyone in the organization, regardless of position, see the value of their contribution to building a supportive environment. Information is presented from a co-worker perspective, shedding light on often hidden issues that contribute to conflict and lack of understanding when an employee is struggling. Participants will have contact with employees who live with a mental illness through video of real people sharing their experiences.

As managers, how you set the stage in the workplace matters to employees’ physical and mental health. Poor mental health costs employers. You will see what a psychologically healthy and safe workplace looks like and obtain information on how to develop or expand on your own action plans in dealing with mental health issues.

How do organizations today establish a “Trusted Advisor” culture? What does it take to become a “trusted advisor”? Even for those who seek a potential promotion or a future position in the executive suite, you must first achieve the status of “Trusted Advisor”. This session will review why it’s so important and how to get there.

The global recession, which took hold in 2008, led many organizations to realize the importance of relationships in sustainable business success. In one example in 2008, a global financial institution recorded a loss in “goodwill and intangible assets” which reduced the value of the company by a staggering US$2.4 billion in just 12 months.

As a result, many organizations realized that they need employees who are prepared and able to become “Trusted Advisors” to colleagues, clients and other stakeholders.

Session highlights include:
• The challenge for employers in establishing a “Trusted Advisor” culture
• The particular challenge for employees who are used to being valued primarily for their subject-matter expertise
• The elusive “mindset” that is needed to succeed in this new business landscape
• The new skills employees will need to quickly learn

In today’s fast paced world, public perception can take place in mere seconds. Successful communication is no longer just a matter of using carefully rehearsed words or body language techniques, but rather by the charismatic presence we possess.

People with influence often possess the ability to project themselves onto the correct “frequencies” of others. Studies have shown that whether by coincidence or through conscious effort, we are all influenced by the “Law of Attraction”.

During this dynamic and interactive session, you will discover ground-breaking techniques designed to “Attract, Inspire and Persuade”. You’ll learn how to instantly detect and project honesty, how to create trust and admiration and how to levy criticism without damaging your ability to persuade. You will be introduced to 10 skills, attitudes and techniques specifically designed to “turbo charge” your own persuasion skills while inspiring others to accomplish what needs to be done.

Canadian courts have placed increasing emphasis on the fundamental importance of work to an individual's financial and personal worth. This informative session will explore three critical issues in Employment Law that have been heavily affected by this trend toward a “right to work” mindset.

• Termination for Cause: The old rules are out the window. The new rules and tests are baffling for many employers. We will examine several painful lessons learned by employers who tried to do it “old-school”. Then, explore the steps and processes employers must follow to have any hope of successfully asserting cause.

• Controlling Solicitation and Competition by Ex-employees: The law is rapidly evolving in this area, mainly (though not exclusively) in favour of employees. We have to wonder…are courts effectively trying to abolish these kinds of restrictions by making it impossible for an employer to draft enforceable clauses? Discover the many ways in which typical restrictive covenant wording is being rejected by courts today. Examine the strategies that might give these clauses a chance of being enforced. We will then review a truly pro-employer trend: the expansion of obligations owed by quasi-fiduciary employees.

Social Recruitment: Use LinkedIn to Support Your Big Picture Talent Attraction Strategy

With the evolution of the internet, candidate pools and sourcing strategies are shifting in a very significant way. While traditional sourcing strategies are still relevant, organizations are increasingly using social media sites like LinkedIn to source candidates for employment and to investigate applicants they are considering for hire.

Discover key steps on how you can use LinkedIn as a recruiting tool in support of an overall recruiting strategy. Highlights of this session include:

• How to effectively use LinkedIn as a recruiting channel while concurrently building your organization’s employment brand to attract and repel the right talent

• Why and how to build your professional LinkedIn network as a means of sourcing hidden talent and passive job-seekers

At present, fraudulent (WSIB) compensation and disability insurance claims are occurring at an alarming rate causing considerable costs to the employers. Employers often feel they are being “taken”, that an employee is simply enjoying a lengthy paid vacation, ultimately at the employer’s expense.

Knowing the barriers and guidelines in a typical WSIB claim, how to properly investigate and conduct surveillance on the subject are key to a fair and proper investigation. This session will provide the information you require to identify, investigate and settle WSIB claims while exposing the potential fraud.

Companies are looking for individuals who can handle themselves in all situations from business meetings to client lunches. Are your employees truly experts at projecting a positive impression?

Eighty-six per cent of people experience anxiety when in a social or business setting meeting new people. We can all stand to learn how to manage those awkward situations.

In this upbeat interactive session, learn how to make a positive first impression (you only get one chance), make an entrance and look like you belong - even if you'd rather be somewhere else!
Obtain practical tips and strategies which can be applied to a corporate networking event or your neighbour’s cocktail party. Discover new ways to work a room, handle introductions, remember names, shake hands or even manage the cocktail plate and glass. By the end of the workshop, you’ll be a pro!

Generational Diversity: Legal Aspects in the Changing Face of the Workplace

Is your organization’s human resources management practice “age-friendly”? For the first time, the demographics of the Canadian workplace now include four generations of employees, with each having different approaches to work and expectations in the workplace. Boomers, Generation X, Generation Y, the Millennials- what is an employer to do?

In this lively and interactive session, participants will gain a deeper understanding of the issues facing employers and practical tips on how to successfully manage a multigenerational workforce including:

Accommodating an aging workforce and employees with personal health problems and disabilities
Accommodating employees with increased family care responsibilities
Mandatory retirement and the latest updates on age discrimination case law
Legal options and approaches to ensuring smooth succession planning

This session will explore the changing attitudes in the workplace and how the changing demographics of the workplace have had an impact on the law, legislation and what is considered acceptable behaviour within the Canadian work environment.

This will be approached from the perspectives of two different generations of workers carrying out the same line of work. We will explore the changing attitudes and laws related to:
• The employment contract: What is important for both employers and employees to see in employment contracts today? How has this changed from the past and what legal implications have this brought about?
• The changing face of the workplace: How have employment equity and human rights legislation changed?
• Harassment: What is acceptable, what is not and when did it change?
• Complaints and grievances: What is bothering the workers of the various generations?

Leadership is one of the most frequently discussed topics in the world of business and receives considerable coverage in the popular and academic press. Indeed, a key word search of leadership using the Google search engine delivers almost half a billion hits! This leads us to a crucial question: What are the most effective leadership attributes for both individuals and organizations?

The importance of this question is further accented by the groundbreaking work of the Gallup organization. Their surveys and studies have consistently shown that the number one reason people leave organizations is “poor leadership.” This trend, combined with the recent failures of our institutions and even countries, has created a fervent call for stronger leadership.

We will review an evidence-based argument highlighting the critical importance of the “softer” side of leadership. Specifically, we will examine how humility, empathy, happiness, and self-awareness/authenticity are key differentiators of peak performance organizations. Although this list may seem counterintuitive to widespread beliefs regarding desirable leadership attributes, a sizeable evidence base has grown showcasing its effectiveness. By drawing on classic and cutting edge research, this session will highlight how moral leadership is not only doing the right thing, but it is the right thing to do for the health of our organizations.

At one time or another, we have all been part of or had to deliver a crucial conversation. It is at those times when we dig deep to find the right words, or the right message with the hopes of engaging the other party involved. In today’s ever changing marketplace, one thing is evident. We live in a very diverse culture that carries over both personally and professionally. There are foundational principles that are truths for each of us, things that we will support. But how are you communicating those truths? In such a diverse society, how are those around you receiving your communications?

In this session, we will review the importance of Diversity in the workplace and how to identify your own Values, both personally and professionally. Explore the seven principles of communicating effectively and how to implement those in the diverse environments that you visit daily. Understanding that internal and external conversation are crucial to the outcome we desire, discover new principle based methodologies that are easily applied, leaving you with effective communication strategies to reach your desired outcome.

Knowing that crucial communications will take place, having the knowledge and confidence to embrace them, will reduce stress and increase productivity in any organization.